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Simon Jenkinson

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Simon Jenkinson: Marketing Manager at Littlefish



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Littlefish secure PDSA outsourced IT Service Desk with Multi-Year contract

01/12/2017


Littlefish is delighted to announce another new client win to provide an outsourced Service Desk function to the UK’s leading pet wellbeing charity, The People’s Dispensary for Sick Animals (PDSA), as part of a multi-year agreement, starting December 2017.

PDSA, currently celebrating its centenary year, was founded by Maria Dickin in 1917 to provide a free service for pets in need. PDSA continues her work to this day with free and low-cost veterinary care and is dedicated to saving, protecting and healing pets through a combination of education, disease prevention and lifesaving operations.

Through its nationwide network of 48 Pet Hospitals, PDSA currently provides 2.7 million veterinary treatments annually to nearly half a million pets in need. Littlefish will provide 24/7 IT Service Desk support for PDSA’s several thousand users across the UK, covering three main office locations in Telford (HQ), Watford and Milton Keynes, and the charity’s 48 Pet Hospitals and 120 charity shops nationwide.

Mark Petty, Sales & Marketing Director at Littlefish confirmed: “We are thrilled to be engaging with an organisation where there is huge organisational synergy. Like Littlefish, PDSA is home to a group of talented, passionate and hardworking people offering the highest quality service to their clients in a compassionate, professional and devoted manner. We listened intently and consulted closely with PDSA to understand what outcomes they wanted and what expectations they had of the most suitable partner for this outsource. We’re delighted they saw the solution to these needs with Littlefish and look forward to a long, successful and mutually beneficial relationship with PDSA.”

Fighting off competition from six other well-known IT Service Providers, Littlefish was one of only two companies that pitched to PDSA face-to-face. Impressed with the priority Littlefish places on delivering exceptional user experiences and its #PeopleMatter ethos, PDSA coveted the Littlefish Service Desk’s “always available” alignment with its own 24/7 operations in its veterinary hospitals. Another key differentiator was the tailored approach Littlefish offered – providing a solution attuned to the specific needs of PDSA, rather than simply offering an off-the-shelf option.

The relationship will offer IT users an improved service as they benefit from round-the-clock availability, rapid incident resolution with an FCR target of 70%+ and industry leading average response time of 6 seconds across its situation-appropriate communication channels. A personalised user experience delivered through Littlefish’ innovative ‘team within a team’ approach will be the focal point of the service delivered to PDSA. Engagement with Littlefish will also provide PDSA with significant cost efficiencies.

Tim Hodge, PDSA’s Chief information Officer said: “‘After an in depth analysis of a number of service providers, we were delighted to sign an outsourced Service Desk contract with Littlefish. They are not only offering us a cost effective service but increased time coverage and are able to provide us a wider level of technical experience than we could have hoped to achieve internally. We look forward to a successful and mutually beneficial partnership over the coming years.’



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